Data Entry and Customer Support

Key Responsibilities

Responsibility & Key Tasks

Bookings & Dispatch

- Support accurate and timely entry of job bookings into dispatch systems
- Monitor live updates and track job status, alerting dispatch team of any delays
- Assist with quote preparation using set pricing structures
- Communicate via email or messaging with drivers and internal teams
- Reconcile completed jobs, ensuring documentation is complete and accurate
- Prepare and issue invoices for non-account customers
- Support roster management and job allocations as directed
- Collate information and assist with driver schedules and on-call rosters
- Record daily timekeeping information and escalate discrepancies for review
- Participate in virtual daily team check-ins or meetings

Customer Service

- Respond to customer enquiries through email or chat platforms
- Ensure a courteous, timely, and solution-focused approach
- Escalate complex service queries or concerns to the appropriate team
- Follow up on customer ETA notifications and service delays as requested

Process & Team Support

- Collaborate with onshore team to implement new dispatch or fleet procedures
- Assist in documenting SOP updates or new initiatives
- Assist with compiling and issuing updates on shift handovers or meeting summaries
- Contribute to process improvement projects and cross-team initiatives

Administration & Reporting

- Maintain digital records of completed jobs, invoicing, and booking notes
- Prepare reports or summaries as requested by the Dispatch Manager
- Log system or procedural issues for review and resolution
- Participate in system testing, pilot processes, or project-based tasks

Quality, Safety & Environmental

- Assist in tracking and reporting service quality or environmental impacts
- Follow digital filing and reporting procedures to maintain accuracy
- Contribute to documentation and logs for audits or compliance records
- Ensure practices align with the client's Integrated Management System (IMS), including:
o Occupational Health and Safety (OHS)
o Environmental and Quality standards
o Company Standard Operating Procedures (SOP)

Skills, Experience, and Behaviour

Skills & Competencies

• Strong verbal and written English communication
• Accurate data entry with attention to detail (45+ WPM preferred)
• Excellent organisational and time management skills
• Competence in Microsoft Word, Excel, Outlook, and database systems
• Basic understanding of pricing and quoting systems
• Ability to manage multiple tasks under pressure
• Positive, solution-focused mindset and willingness to adapt

Experience & Qualifications

• Prior experience in dispatch, transport coordination, or administrative support
• Previous work with Australian-based companies (preferred)
• Familiarity with booking software or dispatch management platforms (advantageous)
• Business or logistics-related qualifications (preferred but not required)

Behaviour Expectations

• Self-motivated and able to work independently in a remote environment
• High level of professionalism and ethical conduct
• Strong team player with a proactive approach to learning
• Consistent communication and accountability
• Respect for property, systems, and confidentiality
• Positive attitude and commitment to continuous improvement